IDENTITY Bad service by online store consultants

Purchased stuff online from identity and requested my order to be shipped to Kerk street Johannesburg. After the explosion I call them wanting to know whether they can ship my order from Kerk street to Westgate mall due to safety reasons. Consultants are busy giving me the run around telling me I have to call Identity Kerk street, whereby I responded and told them I don't think anyone is there given the explosion in Bree street, they insist I should call them which I did, but no one is answering which kinda make sense because the store might be closed. Are you serious telling me you don't have contingency plans when things of this nature happen? the best response he could come with was after 14 days you will be refunded should not collect your order??? I don't want a refund I just want my order to be shipped to a different store where its safe. Ist too much to ask?